Add New Email Account Outlook 2007 Fails RRS feed

  • Question

  • New Win 7 x64 Dell Laptop. Install Office 2007. Run updates. Am on 2008 domain. Open Outlook for first time under user profile, fails at Log on to server. Credentials pop up comes up at this point saying "Connect to" but won't take valid credentials. Help!
    Monday, September 12, 2011 5:27 PM

All replies

  • Have you enabled a mailbox on your Exchange server?


    lasse at humandata dot se,
    Monday, September 12, 2011 5:39 PM
  • Yes, there are existing mailboxes for all users.
    Monday, September 12, 2011 9:19 PM
  • Can the user log into owa? If you launch outlook /rpcdiag is it connecting via tcp or https?
    James Chong MCITP | EA | EMA; MCSE | M+, S+ Security+, Project+, ITIL
    Monday, September 12, 2011 11:46 PM
  • Is user UPN suffix same as SMPT address suffix?


    lasse at humandata dot se,
    Tuesday, September 13, 2011 7:58 PM
  • This issue might be caused by Autodiscover service related issue. Can you create the Outlook profilie manually? Also try to login via OWA, it will help isolate the folout from mailbox account.

    If you can, please reproduce this issue, and capture a screenshot for the entire window when the credential pop up box comes up. It will will help us better understand the issue you are encountering.

    Thanks for your time and I look forward to hearing from you.

    Wednesday, September 14, 2011 3:46 AM
  • Yes, OWA is working fine. Yes the UPN suffix is the same as SMPT address. Not able to create Outlook profile manually.

    Outlook.exe /rpcdiag worked on my Domain Admin account. So what needs to change so a user doesn't need to type Outlook.exe /rpcdiag when they first log into a new machine?

    But then when I logged in with a basic test user Outlook.exe /rpcdiag starts but hangs, is greyed out and says Click to restore connectivity to Microsoft Exchange. Never connects. Is it something on IIS RPC settings? Like SSL or Authentcation? I believe I set those very standard.

    • Edited by MarcGel Wednesday, September 14, 2011 10:46 PM
    Wednesday, September 14, 2011 10:07 PM
  • Hi MarcGel,

    Can you capture a screenshot for the issue?

    Outlook /RPCdiag will launch the connection status box together with Outlook which helps to verify the connection status, it cannot fix any problem.

    If you are not able to create Outlook profile on the problematic machine with the problematic user account, the possible reason could be network related issue, user account issue, GC/DNS server related issue, etc. The screenshot could tell use the detailed symptom. Your understanding would be appreciated.

    Since you are able to logon into OWA as the affected user account, I believe the user account is fine. and I'd suggest you try the following:

    1. Ping the Exchange server and your GC server from the problematic machine to see if the network connection is fine;
    2. Manually create a Outlook profile on the problematic machine, and capture a screenshot when the issue occurs.


    Thursday, September 15, 2011 1:18 AM
  • The screen shot shows where it's stalling. Our company changed names a while back so the internal .local name is different than the external .com name, but this never was a problem in the past. I believe this started after I installed SP3 on my 2007 Exchange server. Still not able to manually resolve the username. Getting "Cannot connect to Exchange" error.  
    • Edited by MarcGel Thursday, September 15, 2011 4:30 PM
    Thursday, September 15, 2011 4:28 PM
  • What happens if you manually create the profile (don't let autodiscover create) then manually enter the exchange server name? If that doesn't work try putting in the DC name.

    James Chong MCITP | EA | EMA; MCSE | M+, S+ Security+, Project+, ITIL
    Thursday, September 15, 2011 4:48 PM
  • Tired putting in server name manually, no go. DC name, no go.
    Thursday, September 15, 2011 8:23 PM
  • Is this exchange server 2007 or 2010? If 2010, do these clients have the closestgc key in the registry? If so delete it and test.

    How to configure Outlook to a specific global catalog server or to the closest global catalog server

    James Chong MCITP | EA | EMA; MCSE | M+, S+ Security+, Project+, ITIL
    Friday, September 16, 2011 1:19 AM
  • We're on 2007 SP3. This fix it works, but I need to know where this issue is coming from so I don't have to run the Fix it each time I roll out a new laptop for someone. These are brand new Dell machines with Win 7 Pro. I do a fresh install of Office 2007 and Outlook can't reach Exchange because of some Authentication or something similar. We also have OCS 2007 R2 in house. Is it possible there's some issue with Live Meeting plugin in Outlook?
    Friday, September 16, 2011 4:24 PM